Support Specialist II, Customer Support

Become a Vimeo Product Expert: Support Specialist II

Do you thrive on solving complex technical challenges and delivering outstanding customer experiences? Vimeo is seeking a passionate and skilled Support Specialist II to join our Product Desk team. In this role, you'll become a product expert, providing in-depth support and helping our customers unlock the full potential of Vimeo's platform.

What You'll Do:

• Master Vimeo Products: Develop specialized knowledge in one or more of Vimeo's core product areas. Dive deep into the features, functionalities, and troubleshooting techniques to become a trusted resource for our customers.
• Provide Elevated Support: Handle escalated support tickets requiring in-depth investigation and customized solutions. Go beyond basic troubleshooting to resolve complex issues and ensure customer satisfaction.
• Collaborate with a Global Team: Work closely with Support Specialists around the world to manage ticket queues, share knowledge, and contribute to ongoing process improvements.
• Champion Customer Success: Serve as a dedicated support contact (DESS) for our valuable Platinum clients, building strong relationships and ensuring their needs are met.
• Drive Product Improvement: Proactively identify and report customer pain points, feature requests, and valuable feedback to our Product and Engineering teams, contributing to the ongoing development of Vimeo's platform.
• Be a Vimeo Ambassador: Develop a comprehensive understanding of Vimeo's platform and effectively communicate technical concepts to customers in a clear and concise manner.
• Handle Critical Situations: Assist in managing outages and other critical incidents, ensuring timely communication and updates to both internal teams and our customers via our status page.

What You'll Bring:

• 2+ years of experience in a customer support or technical support role, ideally with a focus on software or technology.
• A passion for problem-solving and a knack for investigating and diagnosing technical issues.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly and effectively.
• A proactive and solution-oriented mindset, with a strong sense of ownership and commitment to customer satisfaction.
• Familiarity with video technology and related concepts.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Experience with one of the professional video editing software (example include Adobe Premiere, Avid Media Composer, DaVinci Resolve, Apple Final Cut Pro)

Bonus Points:

• Experience in an omnichannel support environment (tickets, phone, chat).
• Experience with Zendesk or similar ticketing systems.
• Knowledge of Vimeo products and services.

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.
 
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.